MONICA BALCHANDANI

Self-motivated banking professional with comprehensive experience in the area of Debt Servicing and Risk management. Displays strategic agility and collaborative skills with ability of independently handling a wide spectrum of activities backed by innate ability to withstand work pressures. Proven managerial acumen & organizational capability by fostering business growth and management of loss and opex. Ensures nurturing of new talent within the team and creates future platform for new leadership within the organization.

• Productivity enhancement of team thru adoption of neuroscience based model promoting enhanced conversions: Project Pro-Collect.
• Introduced industry first Satellite based model to provide predictive analysis on the crop output for Agri Loans: Project Satfarm. Have won a number of International and Domestic awards for the Bank for this project.
• Asian Banking & Finance Awards 2020: Best Rural Bank of the Year
• ICMG Architecture Excellence Award: Global Winner Best Digital Architecture in Agriculture
• The Asset Triple A Digital Awards 2020 @Hong Kong: Best Data Analytics Project
• Operational Risk and Resilience Awards: Game Changers
• Legal SOP’s defined and implemented for each product under the Retail and Rural umbrella to ensure uniformity of legal intervention for each of the products
• Introduced the Online Dispute Redressal platform (SAMA) to create a seamless legal digital journey for the new age customer to get disputes resolved instead of just taking the legal route.of Civil/DRT filing.
• Implementation of mobility tracking engine to track daily field activity thru lat/long model.to enhance productivity of the team.
• Tied up with Airtel Payments Bank (APB) thru API integration to cater to reach markets customers and provided cash deposition facility thru APB outlets for ICICI Bank Loans during the pandemic which ensured customer and branch convenience.
• Health council Forums with Sales and Credit to analyse key delinquency matrices and learnings for better portfolio building
• Contests for driving adoption of digital payments so as to reduce dependency on cash.
• Designing of Customer level scoring model to drive Pre Delinquency Management.
• NPA trend for KCC product lowest in the industry inspite of environmental issues like debt waiver
• Achieving / Overachieving the AOP targets set Year on Year.
• Proactive savings of credit losses v/s the targets defined for the FY.
• Risk based categorization at customer level to ensure coverage and intensity
• Legal special task team set up to ensure consistent legal interventions depending upon the criticality of the cases in rural market
• Use of robotics to ensure automated legal interventions at every delinquent stage for the customers.
• Data mining of feedback trails to proactively enhance resolutions
• Jagrukta (Customer Awareness) campaigns as part of PDM strategy for KCC portfolio
• For FE product a Modelwise delinquency actionable at case level to ensure better conversions
• SHPI level action matrice for SHG portfolio to drive enhanced conversions
• NPA trend’s lowest in the last 4 years.
• Early Delinquency management efficiencies enhanced thru strategic interventions
• 90+ dpd delinquencies best amongst other major banks.
• Bounce – X conversions best amongst other banks.
• Proactive savings of 1000 mns of NPA thru strategic Early bucket management strategies.
• Collections @ zero cost”: strategies for optimum cost focus.
• Cross selling initiatives to promote CASA and other retail loans for the Bank.
• Over managed the conversion to CTS requirements for existing customer base within the set timelines of RBI and thereby mitigating future interest loss scenario.
• Instrumental in controlling the delinquency levels for the PAN INDIA pool along with the Collections Head and deliver Negative NPA levels for the Mortgage Loans portfolio quarter on quarter.
• Was given additional responsibility of handling the Strategies for Small Business Loans, Commercial Vehicles and Emerging Markets portfolio in alignment with the respective Product Head.
• Was given the additional responsibility for handling the Communication Strategy for the entire collections portfolio under direct supervision of the Collections Head
• Received various awards and acknowledgement for some of the major strategies implemented such as Central Allocation, SARFAESI process, Pre-Delinquency management, Inhousing of Mortgage Loans and Commercial Vehicles portfolio, Manpower rationalization model.
• Made exemplary contributions by making the NRI portfolio free from any delinquent cases.
• Successfully led collection of ODBC, subsequently exceeding and covering the billing costs of the vendors and the in house team resulting in cost savings for the company. Also played a lead role in making the West HL Collections department a profit-making centre.
• Effectively set up an in house telecalling team & field team for home loans and designed performance based lucrative incentive packages.
• Ensured “A” audit ratings for the region and consistently maintaining this trend.
• Established centralized dunning process for correspondences to customers for the region.
• Successfully initiated Lok Adalats in West and initiated the same for the First time for Mumbai portfolio.
• Developed an Estate Broker Network for the region for resolve highly chronic cases .This helped in saving time and further legal complexities.
• Effectively utilized the Securitization Act to resolve highly chronic cases and ensured reduction in NCL.
• Initiated service camps for customers due to increase in rate of interest thereby preventing customers from turning delinquent.
• Successfully centralised the Mumbai office and set up the entire data flow process in GMAC- TCFC.
• Defined total disbursements TAT (turn around time) for the entire region in GMAC - TCFC so that the maximum number of cases could be disbursed in the month.
• Recepient of the Best PRO award in Hoffland Finance for generating maximum deposits for the bank.

• Attended trainings on Personal Effectiveness, Managerial Effectiveness, Foundation of People Management, Negotiation skills, Interpersonal Effectiveness & Influencing Skills, Passion (DNA Tool), Nurturing Talent (DNA Tool), Legal aspects of Mortgage Finance.
• Was selected from Western region for intensive training on “Leadership Mentorship Programme”
• Was also later on selected as a Facilitator for the batches being trained on “Leadership Mentorship”
• Undergone training programs of On Becoming a Manager, Introduction to Retail Products and Five S concept.
• Successfully completed training on "Effectiveness of Women Executives in the Industry" for the branch and replicated the training for the other colleagues in the branch.